Vertical Solutions Support

Job Purpose:

• Provide 2nd-level application support.
• Maintain a high standard of customer service for all support queries while adhering to service management principles.
• Restore normal service operation as quickly as possible.
• Take ownership of assigned incidents and resolve them within agreed service levels.
• Keep the customer updated on the progress of the issue via the service desk team.
• Log and track software issues, and inform the delivery team.
• Provide user support for business applications through training and guidance.
• Escalate unresolved issues within agreed service levels, coordinating with product vendors to resolve incidents.
• Identify, track, report, and resolve issues in a timely manner.
• Document system deficiencies and propose solutions.
• Identify patches to address incidents and work with the infrastructure and application support teams to implement them.

Principal Accountabilities:

• Ability to work independently and collaboratively in a team environment.
• Strong analytical and problem-solving skills.
• Capability to explain technical concepts to customers in non-technical terms.
• Effective verbal and written communication skills with customers, team members, and product vendors regarding all functional or technical areas.
• Document and maintain a knowledge database to share insights and experiences, enhancing team efficiency and reducing reliance on single individuals.
• Coordinate work tasks with customers, team members, and product vendors to ensure timely and efficient task completion.
• Analyze business needs and design solutions that meet or exceed customer expectations.
• Available 24/7 to respond to business or IT operation team calls and provide on-site support when needed.
• Customer-centric approach, ensuring high customer satisfaction and maintaining a professional perspective in all activities.

• Degree: Minimum of a Bachelor’s degree in Computer Science, Engineering, or a related field.
• Preferred Professional Certifications: Certification in products like MCSD, etc.
• Experience: 5+ years of experience in Information Technology, with at least 2 years of relevant working experience.
• Experience across multiple industries (e.g., Oil & Gas, Energy, Utilities, Retail, Government) is preferred.
• Familiarity with system development lifecycle methods and standards, with hands-on experience in various approaches (e.g., Waterfall, Iterative, Agile, V-Model).
• In-depth knowledge of SCADA systems and operational technologies.